MSC Cruises
Reviews and Complaints

Booking ID: [protected]

Stateroom Number: 8238

Ship and Sail Date: MSC Armonia on Jun 03, 2023

I am filling an official complaint in regards to the above mentioned trip, and three staterooms I purchased. We for half way across the world to spend a day and a half in Mykonos, Greece. Upon our arrival the captain Paused out side the island for 30 minutes and left Because of “wind.” Although there were Other cruise ships who were able to safely tender their guests ashore. The destination was not replaced by an alternative port. When inquiring with staff this was the first time a captain had left the port of Mykonos, Greece. We cannot regain this experience! We paid for port charges and destinations which weren’t fulfilled. Additionally the ship is understaffed, the staff is overwhelmed and unfriendly. The servers and bar tenders work against one another. We purchased drink packages, but trying to get a drink was a nightmare! The cabins need to be deep cleaned, vacuumed under the beds, and the port Windows were filled with dead bugs. Everyday I went in search of pool towels as they were not replaced. There were permanent unremovable hands prints on our bath room wall, which the staff could not remove. The food on this ship is terrible! Usually a highlight of a cruise is good dining experience, the staff is overwhelmed and not friendly. I had to constantly ask for more wine. The pasta and risotto were undercooked and flavorless every day. The fish dishes were fishy and not fresh. The head chef needs to address the poor quality food. I have been on over 14 cruises, with 5 different companies.. MSC does not measure up! Typically cruise staff is accommodating and friendly And we give additional and substantial gratuity to compensate. Not this staff! Although I do believe it if not their fault but rather upper management. A server told me they were treated “like crap!” In the salon a worker said this was “The worst ship they have ever worked on!” And confirmed the poor quality of food aboard the ship. I am embarrassed to have take my family, on our 30th Anniversary trip, and apologized everyday for the low quality we endured for 7 days! I expect a full refund if the 3 cabins purchased, so we have the opportunity to redo our plans.

Please respond within five business days. I will be following up with MSC directors in the corporate offices until this matter in resolved appropriately.

Dear Sir/Madam,

I have just returned from a cruise with seven of my family on the Mediterrain on your newest ship World Europa.

The cruise ship itself was very luxurious and had lots of very beautiful features, but for me having a diagnosis of coeliac disease, the food experience which is a huge part of cruising was a very disappointing experience.

Gluten free food options were very poor in spite of the ship having its own GF kitchen.

I was told ony to eat in the main restaurant which closed at 9.30 every morning and was generally closed for lunch after returning from day trips.

My family or I didnt want to eat in the formal restaurant for breakfast or lunch, wanting to grab a quick breakfast before heading on day trips. Our experience in the main restaurant was that the service was appallingly slow, we even missed our 10.30 shows two nights, so slow was the service. Therefore this was not an option for us for breakfast. It was always closed when we returned from day trips so I was apparantly left with no option to eat anywhere!

None of the food was labelled with allergins in you buffet. This is a very simple thing to do and is available in almost all buffet restaurants across Europe now. If the food had been labelled, I could easily have known what I could eat. It would have been my choice then to decide whether I wanted to eat it or not.

There were no gluten free pizzas or burgers available.

Worst of all there were no desserts available anywhere on the ship!

Even in The main restaurant every night of our 7 night cruise, the only option for dessert on the menu was fruit plate or cheese selection.

When I questioned this I did get a slice of GF cake, but I got exactly the same cake for the 7 nights!

This is not acceptable at all. The ship has a GF kitchen, which could have made several different GF desserts if they were bothered eg roulade, pavola, almond desserts, brownies, pannacotta, creme brulee etc, etc.

Ice cream was available on the ship but only to purchase.

I spoke to three different receptionists on different days about this and they all completely brushed me off, and were actually very rude to me. I suggested tht since there was no dessert availabe to me for any meal ( while my seven guests ate cake, pastries, dessets for breakfast, lunch and dinner, having a huge range available for them) that as a small gesture I should be given one voucher a day for a gelato icecream or whipped ice cream. All they all said it was not possible.

Of coarse it was possible, it was a very simple thing to organise and would have been a gesture on their part which I can only presume will be a problem you overcome in the very near future. They kept saying I could buy as much icecream as I liked!

Why should I have had to buy my dessert? I paid the same price for my cruise as my seven guests. I filled in a special needs medical form prior to cruising, and there were several other coeliacs on board at the time so why was no effort made to offer us anything ?

In the Dolce Vito bar they had GF snacks available directly behind the fabulous array of pastries.

When I asked for a small packet of GF cookies, I was asked to pay for them. This was outrageous. Everyone else could freely eat as many pastries as possible. and I was again being asked to pay for a small packet of GF cookies.

Was this fair?

I have cruised several times before on MSC Cruises and never had this problem.

I look forward to your responce.

You can contact me by reply email or by phone [protected]

Yours Sincerely,

Patricia McKay

Desired outcomes ( they don't fit below)

1.All food in buffet to be labelled for allergins

2.Choice of GF dessert at dinner in main restaurant every night to be listed on menu, the same as on regular menues for everyone else.

3.GF desserts to be made available in buffet restaurant, the same as for everyone else.

4. Gluten Free snacks to be available free of charge in bars or other areas where pastries or goodies are available to everyone else.

5. voucher for one icecream a day to be given to coeliacs if desserts or snacks are not available in buffet restaurant or other bars.

6. Gluten free pizza and burgers to be made available as snacks during the day and evening as is available to oher guests.

Please respond with your forthcoming plans to the suggestions I have put forward.

Hello together,

I have some questions regarding the billing for the Ship: MSC World Europa.

I have no explanation why a large amount of money was taken from my account. I'm sure that my costs weren't so high. I need some explanation. Booking number : [protected], name Mihail Alexander Piturlea. Until now I didn't receive any invoice to see exactly why the amount of money was taken from my account.

Thanks

1. On February 2nd, 2023 I called MSC cruises to book two cabins for a 7 day cruise on February 18th to 26th 2023 from Martinique.

2. The agent kept me on the line while she booked an impossible date which she said she found and I gave her my master card which she charged in full in the amount of $2,564.56 ($1,282.28 per cabin).

3. She then sent me the confirmation tickets issued [protected] & [protected] via email and on checking I saw the dates were from February 11th to 18th, 2023 not February 18th to the 26th. I told her immediately and she profusely apologized when she saw the error she had made and said she would cancel the tickets and have my card credited instantly since her mistake was realized immediately and the card was charged 10 minutes before.

4. We booked another cruise online MSCCRUISES leaving from Guadeloupe on February 19th ticket # [protected] and paid for that online and went on that cruise.

5. The charge for both cruises were on my master card at the end of February.

6. March 1st, 2023 I sent an email enquiring about the refund . The response was she sent an email to her leadership team to have them reach out to accounting and email me back.

7. On March 6th sent another email asking if she had any news. No response

8. On March 26th I sent another email advising that the refund was not yet on my credit card and to please advise the status of the refund. No response

9. On March 29th I sent another email requesting status of the refund and got a response that the refund would take up to 2 billing cycles to be processed depending on my banking institution.

10. On April 17th I sent another email to the agent requesting information on the refund and advising that it has been 2 billing cycles already especially since the error was realized within 10 minutes of the transaction. Received a response advising that it will be checked with accounts again. No further response.

11. On May 2nd I sent another email requesting an update with no response.

Aboard MSC Seashore June 25th -July 2nd, departing from a port in the US. My experience with excursions was beyond disappointing. For added safety and comfort as a solo traveler, I planned an excursion for each port. When we docked at one port, I was informed that my excursion (power snorkeling) was canceled and subsequently given options for choosing a different excursion. I worked with a staff member to choose one which involved a cooking class, drinks, and dancing. I was given an 11am start time, but no sticker or number for the excursion. To be certain of the details I went to the middle table in the auditorium to speak with a staff member, who checked the schedule and informed me I'd better be back by 11am. I arrived at 10:59am and the auditorium was COMPLETELY EMPTY. I was told at that time that the meetup time was 10:30am. Devastated, I offered to pay for a taxi to meet up with the group, which was denied. I ventured out alone and was swindled by locals, then left lost and crying in the city. It was my biggest fear realized. I was lost, alone, afraid, and crying in the street of a developing country. My day was ruined by MSC staff's confusion and misinformation. I created a formal complaint once the excursion desk opened that evening. There, I was met with ridicule and humiliation by the same staff member who provided the misinformation. As I cried, he argued, raised his voice, and attempted to intimidate me while refuting my complaint. He then argued that the meetup time was 10am, though I had spoken with him that morning at 9:45am. If this were true, I would have never left the auditorium. An assistant manager comforted me and promised to escalate my complaint. In the end, MSC told me there was nothing they could do.

Good Evening! I am filing a formal complaint on MSC Cruise lines as I believe they are performing fraud and bad practice transactions against their customers. I contacted MSC to book a cruise on Oct 6 to book a cruise for my son and I to to the Bahamas, Jamaica, and Mexico during the Thanksgiving break. I specifically sought out MSC because they were the only company not requiring vaccinations to travel. I spoke with an agent and confirmed the information, as well as received an email on Oct 6th stating they were not requiring vaccinations and instead a negative Covid test to be done prior to travel. I went to check into the cruise on Nov the 16th, I looked up the email from them and saw there had been another one sent on Nov the 9th. Upon reading the email I understood that the requirements have changed and the passengers are now required to be fully vaccinated before departure. The time of the email being sent and the departure date would not allow enough time for anyone to be vaccinated prior to the trip. The email apologized for the changes and stated the options available, one being to cancel the cruise and request a refund by calling the company. I called on Nov 17th and spoke with *** Explained the situation after which she told me they should have never booked the cruise in Oct because I was not fully vaccinated. She told me because I was cancelling after Nov 6th that I would be charged a penalty of $1300 and only refunded $300. I explained again that I was not informed of the changes until Nov 9th which is past the Nov 6th date. She raised her voice and told me those are my options. I sent her the only 2 emails I received from the company and she said the company should have called and text about the change. They have not. I asked to speak with a supervisor and she said one would contact me in 4-5 days which would be AFTER the cruise departure date. I called back twice after, one agent hung up the 2nd told me to call tomorrow. Nov 18th.

I contacted the cruise line because I was interested in taking a vacation. On the 29th of August, 2022, I was supposed to celebrate my retirement from the Navy, as well as my birthday which happened to be on the same day in ***. I was active duty military during this time so I had to get approvals from my command. I planned ahead and booked the cruise a month in advance in order to make sure I had everything I needed. I was supposed to depart the 27th of August from ***, *** @ ***. I planned ahead once again and arrived in *** from *** by vehicle at ***. At the terminal I was informed for the first time that I needed to be vaccinated to attend this cruise. I am allergic to the Covid-19 Vaccination. I have military government waivers saying this. I asked the MSC agent about everything I needed to depart while she planned my cruise a month before. I was informed at that time that I needed a negative Covid-19 test in the last 72 hours and my drivers License/Birth certificate. I told her I had a military ID and she said that it should be fine. We discussed a passport and I waited to pay her until two days later because she could not answer all my questions. There were three packages to choose from. I wanted the top one. She told me they were sold out and gave me a "special promotion package with a drink package included". I had to pay the gratuities for this as well. I also paid for add-ons which in total came to a base total of *** with an addition of *** for add-ons like the salt room. I spent $200 in gas while traveling to the pier. I was denied entry at the pier and apologized to. I was given a paper informing me that I am being denied because I do not have a vaccination card. I was told to contact the company. I contacted them the next day in order to make sure I was not still upset while speaking to the agent. I received one form of communication since. A very broad email. I have contacted them multiple times with no avail.

On 4/6/22, I sent certified mail to a specific department and their team responded, thus I'm following through via Complaintsboard.com. In March, I was on a cruise from which I disembarked, leaving my purse in the cabin. It contained my driver's license, credit cards, and house keys. We promptly contacted the cruise line, were advised to fill out a lost and found form, and given several contact numbers. The form submission resulted in an email stating the purse couldn't be found, which is perplexing given the identifiable contents. Additionally, the provided phone numbers were nonfunctional. The loss of an item with such personal information is concerning, as it could lead to theft or home intrusion. I trust the cruise staff, but if an employee were caught stealing, I expect they'd face termination. Since March 17th, I've repeatedly contacted the cruise line for the lost items' location but was redirected without success. The reporting software company also couldn't assist but referred me back to the cruise line. Despite forwarding my email to the Lost and Found department, I've received no further communication.

Booked a cruise on the *** Seashore for 7 days from May 7 thru 14. This was a trip to celebrate my 40th year wedding anniversary and *** law that live *** were also here at my house and going in this one in a live time trip to celebrate. For this celebration I bought several *** packages like a cake, wine, photos. This trip had been in the planning for a year. On May 6 Friday my son invited us 4 for dinner to celebrate Mother's Day since we were going to be in the cruise on May 8 and he was not going to be with us on cruise.That day May 6 he offered to drive us 4 to the *** so we did not have to pay for parking. We took his offer. On Saturday May 7 day we were suppose to board cruise to our dream vacation for this celebration he called me at 9:30 a.m. to say since he had just gotten back from travel from work he had taken a Covid test and tested POSITIVE.We were all in shock we could not beleive our dream. What now? What do we do? All of us are 69 yrs and older and have underline medical issues so we called our doctors for advised. We were advised by our doctors to cancel trip and to quarantine for 5 days and take a Covid test in day 2 and then day 5.Also these are CDC guidelines. Before embarking *** has a Emergency Health Questionare asking if you were expose to Covid19 and they are not suppose to allow you to board.Well this dramatic and horrible experience was made worse by ***. Since May 7 trying to speak to a supervisor to explain. No supervisor has reached us. Call center will not give you phones or emails to supervisors they tell you they will call you back in 48 hrs but nothing. All we are asking is for a refund or a Travel Certificate. I have called every day explaining problem even sending doctors notes from all 3 doctor's no response from them. This is a Covid related issue I assume they would not wanted us to expose other crew or passengers. *** and

We cancelled our cruise on Feb 28, 2020 and still have not received any refund today. Also, the 50% penalty calculation is incorrect. On Feb 28, 2020, we emailed to cancel our MSC Dubai to Venice cruise. We had our travel agent called MSC the next day to confirm that the penalty is 50%. The penalty calculation excludes government taxes, fees, and prepaid tips. We paid total of CAN$3358 per cabin or $1679 per person. We received a cancellation fee statement with incorrect amount of $840 per person. It is 50% of the total cost $1679 = cabin fares ($409) + government fees & taxes ($430) + port taxes ($540) + prepaid tips ($300). The correct penalty amount should be $204.5 per person. That is 50% of the cabin fares only. We had our travel agent to make many calls and e-mails to MSC for the correction without success. We have gone further to call and e-mail MSC managers *** Hill and *** They agreed the cancellation fee is incorrect. We would get back 100% taxes, fees and tips. We asked repeatedly, but we never got an updated statement or even the correct penalty amount on E-mail. It seems that the MSC system still has the incorrect amount of $840 person! Furthermore, MSC customer services said our cancellation date in the MSC system is March 5. The penalty is 75%. The cut-off date for 50% penalty is March 4. That is very strange. We emailed to cancel on Feb 28, and called to confirm the next day. We had the travel agent to handle this issue but have not received any response on this from MSC. In March, ***'s email said that our refund would be processed in April. In May, she had E-mail quoting the reservation manager that the refund processing would be done 60 days after the original sailing date, April 18. So, we expected our refund in June but we never got any. I wrote a complaint letter to MSC on early July and got no response. We have already waited for the refund over 160 days. We still have not receive any refund today. We do not even know how much we are going to get and when we will get the refund.

MSC refuses to process the future cruise credit or refund for a March cruise cancelled under their original Cruise Assurance Program. We booked an MSC Yacht Club cruise in the fall of 2019. The expected Sail date was March 13,2020. This cruise was paid in full December . The original Cruise Assurance Program was effective March 10th and allowed for a future cruise credit if a cruise was cancelled 48 hours or more prior to departure. We called and cancelled on March 10th, taking advantage of the program. We received a confirmation email on March 10th. On March 11th we received an email stating that our permanent future cruise credit would bee mailed to us within 14 days of the original departure date. It is now December 16th. The booking number is XXXXXXXX. The total amount paid to MSC for this cruise is $3,276.58, including taxes and fees. Nothing has been reimbursed, not even port fees and taxes. We have called and email more than 50 times. We have sent 3 letters to the corporate office in Fort Lauderdale. One was sent certified mail and we have the receipt. There has been no response. Only promises of future credits or refunds each time we call. We are usually told that we will receive a credit or refund within a week or 2. Doesn't happen. Sometimes when we call the employees act as if we've never called and that there is no record. I have to resubmit all of my documentation. Our last call was on December 11th at 3:15pm. We spoke with*** and were disconnected. We called back and spoke with Lashanda, who said our case was being sent to the escalation department for a full refund, not a credit. We have been told MULTIPLE times that our case was being sent to the escalation dep. We don't know what else to do. They have now offered us a complete refund rather than a cruise credit. We have not received this. We payed via a credit card. I had travel insurance, but by the time I realized that MSC was not going to issue a credit or refund, it was too late to use my travel insurance that is a benefit of my card. We trusted this company.

I have cancelled a booked cruise last May 30. To date, I have not received my refund or explanation of delay from accounting department. I book a cruise through Expedia (travel agent/third party) with MSC, last 07 and was PAID in full, due to pandemic, cruise was cancelled, flight cancelled, travel banned. This booking has been cancelled since 03/30. MSC accepted the cancellation and stated I would be refunded. It is now August 3rd and I still have not received my refund. The communication between with MSC Customer Service has been a nightmare. We keep getting different answers, but no refund being issued back. It started off by getting information that refund will be received within 60 days due to the processing of many passengers refunds, then after the 60 days, we get a response that it should really take 90 days and to call the beginning of July. I patiently waited and as I contacted Expedia to request to contact MSC, I received the same results same answers all over again, whether still in process, need to wait about a week, there may be an issue with the card info, low staffing and handling overwhelming refunds, so many reasons were given. At one point, we asked to speak to a supervisor, MSC said, it was being escalated and handled by a supervisor named Jeffrey. Still to date, no refund. Escalated twice with the account billing department. Still no response. I have sent 2 emails to get an acknowledgment and reason for the delay or even just to get an ETA as to when my refund will be received. Refund expected amount $3019.48, that is a big amount that we are expecting back and due to this pandemic, we need the money. I feel that MSC has had sufficient amount of time to be able to process my refund. I am requesting assistance with Complaintsboard.com to assist and intervene in this matter. I need an official response as to when I can expect my refund. I paid almost a year in advance for this cruise, there was no issue when it came to accepting my payment, why am I being given a hard time in receiving my refund? We are in a pandemic, I get it, minimum staffing and not a lot of help, but please extend additional assistance in this matter, it's only been over 120 days. I need my money back to assist me as well during these times. I have stressed and feel sick thinking about this, at times I feel I developed anxiety due to how this is handled. I feel like I am being discriminated, I am ignored. Please address my concerns, I am one of many awaiting for money we entrusted to MSC, it seems as if we are given a hard time to get our money back. We feel as if we are being ignored, which is unacceptable. We mostly feel we are being punished for cancelling by not getting our money right away. This is not a way to do business. Your consideration and assistance in this matter is appreciated!

MSC Cancelled our cruise dated 05/02 2020. We received a refund conformation # on 04/02 2020 but haven't received our money as of today. We scheduled a cruise with MSC Cruises USA for 05/02/XX XXXX sailing out of the Port of Miami. It was a 8 day/7 night cruise to the Bahamas and we booked it through our travel agent Lori Rushing, with Away You Go Vacations, Denham Springs LA (XXX-XXX-XXXX). We made our final payment on 01/10 and our booking number is XXXXXXXX. On March 31 we were notified that MSC had cancelled our cruise b/c of the Covid-19 pandemic. On April 2 we requested a full refund for the cruise, which was an option given to us by MSC. We received a Refund Reference Number XXXXXXXXX. Since we made our final payment for the cruise and the cancellation of the cruise, we moved from West Monroe, LA to Garden City KS. We had made the payments for our cruise out of two different bank accounts, using our debt cards. As a result of our move, we closed those bank accounts and opened a new one in Garden City. We talked with MSC and was told that they had tried to refund our deposit back to our old account, but since it was closed, the refund was returned. Although, since we used 2 different debt cards, I don't know which one they tried to send the refund to. We had several email exchanges starting on 04/16, with Mr. *** to which we gave our new address and banking information. We have had no less than 19 emails with Mr. Veal, inquiring about our refund. On April 24 he told us that refunds were, at that time, taking "up to 60 days" . After this, we got out travel agent involved and she made a number of phone calls and email requests for information and the return of our deposit. Each time, talking with the MSC customer service is like talking to them for the very first time. We have provided them with our new address and banking information numerous times and we always get the same response, and that is that they are going to "send this to accounting" or as of 07/01, our case was supposedly turned over to management. As of today, we are 112 days from our original refund request date and 82 days from our cruise date. We have made more phone calls than I can recall to try and get our refund, Unfortunately, looking at social media, we are far from the only ones that are frustrated with MSC Cruises and the way they are handling this situation. I have filed a complaint with the Federal Maritime Commission. We have been assigned a case # XXXXXX and our case mgr is *** But , from what I understand, they can only assist on an informal bases. I am appealing to you in hopes that 1. MSC will care enough about their reputation in the business community and process these refunds as required and 2. That any one that might consider using MSC Cruises (once things get back to normal) wil be aware that this is how MSC handles their customers during a crisis.

Cancellation issued on April, 15th 2020. Money has not been refunded as of October , 26th 2020 On 3/2 I booked a trip with MSC: Booking# XXXXXXXX. Ship Seaview. Embarkation date 07/15 (Attached document). On 3/15 at 2:45 pm, my husband called MSC to cancel cruise: S/w *** who gave him service request# X-XXXXXXXXXXX. On 4/15 my daughter received an email confirming cancellation (attached document.). This cancellation was generated with an error showing 7/29 as the embarkation date. At that moment my daughter called and was told that such error had generated a cancellation fee that had to be waived by upper management, so they had started the process to do so (Service request# X-XXXXXXXXXXX). On 06/18 at 1:50 pm (2 months later) I called again and spoke with *** She submitted a "refund status tracker form" because the fee had not been waived yet. On 07/16 at 3:22 pm I called again and s/w Kymessa (supervisor). She said that fee waiver had not been processed yet . At that moment I expressed my disappointment and frustration with the Company and she told me she was going to take care of the situation and asked me to call back by 08/01 if I had not received the refund by then yet. On 8/10 at 3:10 pm, I called and s/w *** She told me everything was still in process and that I had to allow another 60 days to received my refund. At that moment I was really upset and asked to speak with a supervisor or manager. I was told there was no supervisor available and she asked for my phone number so a supervisor could call me back. I did so and no one ever called me back. On the same day my daughter called again to clarify if at least the fee waiver had been processed. S/w *** who confirmed the cancellation fee generated in error had been finally waived. On 09/28 at 4:47 pm my daughter called again. S/w Shane who said that something had been done incorrectly and no refund had been processed yet. He submitted the request again . On 10/26 at 10:51 am, I called again and s/w Tris. She said exactly the same words I have heard before..."Error made, request sent again, had to wait another 60 days" (service# X-XXXXXXXXXXX). I asked again to speak with a supervisor. At 10:51 am there were no supervisors or managers available. She asked again to leave phone number so a supervisor could call me back when available. I explained to her that I had been told the same thing in the past and no one called me back, and expressed I needed to talk to some else that could give me a satisfactory answer. This person simply hung up on me. That is when I finally decided to file a complaint against this company that has made several errors that are not my responsibility, has provided a very poor customer service while handling my requests and as a result it has been almost 8 months since our first call to cancel the cruise and we haven't received our refund back. Do I have to wait another 60 days to call back and hear the same story again? Anyone reading this would agree that this is frankly disrespectful and beyond unfair to me as a consumer.

Refund not received since 3. Upgrade refund for drink pkg. on canceled cruise. 6 times called and 7 emails sent. Subject: Re: Issue with booking number XXXXXXXX-MSC Cruises. The problem date began on 3/30 when we rebooked the cruise due to Covid.At that time our booking number was XXXXXXXX. That booking has the additonal amount that we paid for AN UPGRADE ON THE DRINK PACKAGE FROM PREMIUM TO PREMIUM PLUS PACKAGE. The upgrade amt. was $119.00 p/p for a total of $238.00. First of all, I have been a travel agency owner and have been working in this industry for over 40 years and I have never had so many issues with a cruise line regardless of Covid. I have tried to resolve this issue by calling 5 or more times and sending 7 email requests to customer service. Nothing has been done yet! I am so sick and tired of dealing with MSC regarding these problems with our changing of the cruise due to Covid. I have spoke to Letoya on 5/10 and she told me that the refund would be credited to my account by July 10th. Then I spoke to *** on 7/29 and I got the same info from her. I then called and spoke to Emberli on 9/27 and she said that she would send it and have it "Esculated to Accounting." Still nothing done! I then called again on 11/10 and spoke to *** She told me that it is an "Insider Ticket and that she would also "Esculate it to Accounting. Again, NOTHING DONE!. Lastly I just called on 12/3 and spoke to Felika. Of course she told me the same thing and she said that this was the fifth request now. She could not understand why they have not sent us this refund. We received the refunds for the Fees and taxes even though they shorted us $91.09. I am not going to bother with that, but I do want my $238.00! All of the other cruises that we have booked for 2021 and 2022 on NCL and Oceania have been so easy to change. Not one problem with them. I think that it is time that the management of MSC starts to recognize that MSC is not operating under good management. Learn from the other lines! Now with the next problem that has not been settled since January! Our booking number at that time was XXXXXXXX. We paid in advance $119.00 p/p for a total of $238.00 for the upgrade drink package from Premium to Premium Plus Package (Code 699UPPPP.) When we were forced to change the cruise, we were suppose to be refunded the $238.00. IT HAS BEEN OVER 12 MONTHS AND WE STILL HAVE NOT RECEIVED THE REFUND. WHY? WHY? WHY? I keep on getting the same responses from the agents telling me that they are going to send it to Accounting for payment, but it never gets refunded and now I am ready to take further action. I do have a question that might solve the problem. On our new and latest invoice it states that we have the upgrade drink package, but there is no amount next to it. Did MSC just transfer the drink package to our new invoice or ? our NEW INVOICE NUMBER IS XXXXXXXX. I am asking that MSC either refund the $238.00 to our credit card ending in 5708. I have spent so many hours on this issue that should not have happened. Please help me with this issue as I am not going to give up until I receive the refund that I deserve take Thank you, *** R. *** H. ***'s MSC Diamond Card Member-XXXXXXX ***'s MSC Diamond Card Member-XXXXXXX ***@aol.com

Purchased a Family Cruise that was paid in full - Per Company Pol;icy requested a "Future Cruise Credit" that has yet to be fulfilled. We booked a family (8 people) cruise for Christmas 2019, for a June 21st sailing. Booking was issued under 2 different confirmation numbers. Booking was paid in full in March . Cruise was Cancelled by MSC on April 29. A refund request was submitted May 4th for both confirmation numbers. A correction was made on May 15th to one of the requests (typo in confirmation number.) Per MSC - Credit would be issued within 14 days of original sailing. Being patient, I waited a full month before reaching out to MSC XXX-XXX-XXXX, I spoke with 3 different reps - two of which disconnected while discussing the Future Cruise Credit. The third rep advised they did not know when the credits would be issued, as they were still under review? I know we are not the only people that MSC is holding our money/credit over cancelled cruises, but this is getting ridiculous - I was advised that if I requested a refund that they would not be processing them until end of the year? Below is copies of the email bodies for the acknowledgement from MSC. May 15 Dear ***, Your MSC Cruise Assurance Form has been successfully submitted for a canceled Miami cruise booked through MSC Cruises. Your 125% Future Cruise Credit request is under Booking # XXXXXXXX Please use your Booking Number for all correspondence regarding this request. Your Future Cruise Credit certificate will be issued via email within 14 days of the original sailing date. Once received, please call our customer contact center at X-XXX-XXX-XXXX or your travel advisor to assist you. We thank you for standing by us and look forward to welcoming you aboard a future cruise. Thank you MSC Cruises May 4 Dear ***, Your MSC Cruise Assurance Form has been successfully submitted for a canceled Miami cruise booked through MSC Cruises. Your 125% Future Cruise Credit request is under Booking # XXXXXXXX Please use your Booking Number for all correspondence regarding this request. Your Future Cruise Credit certificate will be issued via email within 14 days of the original sailing date. Once received, please call our customer contact center at X-XXX-XXX-XXXX or your travel advisor to assist you. We thank you for standing by us and look forward to welcoming you aboard a future cruise. Thank you MSC Cruises Copy of cancellation of cruise dated April 29 April 29 Dear Guest, We want to make you aware of a change to your upcoming cruise. We are constantly monitoring the COVID-19 global public health emergency. Following the guidance of governments around the world, while always prioritizing the health and safety of our guests and crew, we've decided to extend the suspension of our cruises fleetwide through July 10. GUEST COMPENSATION - ACTION REQUIRED As a guest booked through MSC Cruises USA with a departure from May 30 through July 10, we are offering you a Future Cruise Credit for 125% of the original cruise fare paid. The Future Cruise Credit can be used on any sailing departing on or before December 31. Any applicable prepaid items and government taxes and fees will be refunded to the original form of payment. While we hope you choose to reschedule your cruise for a future date, we understand that this may not be the ideal option for you. If you choose not to take the Future Cruise Credit, you may request a refund on our online form that will be equal to the original amount paid. Please see detailed instructions below on how to select your Future Cruise Credit or refund on our online form, which will be available after 6:00 PM EST on Saturday, May 2. HOW TO USE YOUR FUTURE CRUISE CREDIT In addition to transferring the full amount paid for your original cruise, by opting for the Future Cruise Credit, MSC Cruises USA is providing you an additional 25 percent credit to use on a future cruise of your choice - including any ship and any itinerary in MSC Cruises' fleet.

A initial double charge has led to MSC canceling my reservation, forfeiting my FCC and the service center not connecting me through to management RE Reservation ending 1008 On April 30, I upgrade from an interior Yacht Club Stateroom to a Deluxe Yacht Club Stateroom for an August 1 sailing out of Miami. This increased my cruise fare by $1,045. I immediately went on line and remitted the payment as this was also the final payment due date. Prior to this, I had already paid off 100% of the cruise fare of $3.877.10 back in March. On April 30th, after submitting the initial $1,045 payment I was redirected to a blank payment screen. Before taking any further actions and inputing all my information again, I opened my credit card and verified that there was a pending payment of $1,045 to MSC Cruises. This very situation happened when I submitted my previous final payment back in March. I contacted the MSC Service Center on May 1 to explain the situation. I was told by the agent that she saw 1) no payment being made by MSC, 2) it was beyond the payment due date and, 3) I would need to make a payment. I asked if there could be notation made on my account and see if the payment would process within a few business days and was again told that my payment was past due and I needed to make that payment or else (I forget the actual wording) I would forfeit my deposit? I made specific mention about the pending charge and was again assured that there was nothing in the MSC system indicating a payment being made. I asked about disputing a charge and was told I could initiate that with MSC or my credit card company if, in fact, duplicate charges were to post. Again though, I was assured there was no payment processing in your system. I ended up making that forced payment with the MSC Service Center in the amount of $1,045 on May 1. - On May 2, a payment in the amount of $1,045 posted to my account dated April 30. This brought my investment in the cruise to $4,922.10. 100% of the cruise fare had been paid. - On May 3, that duplicate payment forced by the MSC service center posted in the amount of $1,045 to my account dated May 1. This brought my investment in the cruise to $5,967.10. An overpayment of $1,045. I am furious with MSC for insisting and rushing a payment instead of offering, even 72 hours to allow the pending transaction to process; even with me insisting that this was the very same thing that occurred when I made my final payment on March 21 - On May 4th I initiated the dispute with my credit card of the second "forced" charge taken over the phone. The cruise was canceled in July. I opted for the FCC and received a certificate in the amount of $6,742.63 ($1,045 more than what it should have been). 5 MONTHS LATER On October 4, I was unable to access my reservation. After speaking to someone at the Customer Service Center, I was told me that reservation was canceled, I was referred to Ms. Miller who (while I assume was texting with a single manager on duty) attempted to piece together what had exactly happened. I was told that there was a chargeback, which resulted in the reservation being canceled and that the cruise fare should be refunded to my card. The taxes were refunded in July. None of what I initiated, none of what was true. Ms. secured the stateroom and gave me a new reservation total that was $1,045 more than my original cruise fare. It was then that she told me that I forfeited the FCC due to the chargeback I had initiated and the refund of the reservation. What Ms. fails to realize after multiple attempted explanations is that the only amount being disputed was the duplicate $1,045 payment. Had MSC simply responded to that, the total investment of the cruise would have gone down, but still have been equal to $4,922.10. 100% of the cruise fare still would remained paid in full. I don't know who screwed this up, but certainly I will not not be being penalized because of multiple MSC billing errors and failures. Taxes and Cruise Fare have been refunded as of 11/12. No contact from management. No resolution